I like the idea I read somewhere that AI text and agents break the social contract of communication. That if you can’t be fucked to write something yourself to me, then I shouldn’t bother to read it.

However, in the case of support agents. If it worked, and it was painless that would be something.

For example… On the company side, if it could reduce human support to the customers that actually need support, that’s cool. Your support agents aren’t spending all day with the three common issues or replacing stickers.

On the customer side; if I could call in and immediately get support without being on hold with their shit repeating audio script, didn’t have to spend 10 minutes “looking up my account” to an accent I can’t understand and repeating my name and address multiple times.

That said… AT&T is already using the absolute worst case scenario - they are currently using AI with a slight Indian accent and pretending it’s real peoples. It seems to be 90% automated, and if you question it about being AI or have a question it can’t understand a human pops in on the other side, interacts, then hops off and it goes back to being full-AI.

It could be great but it’s already awful.